# Quality Management

- **OpenAPI Version:** `3.1.1`
- **API Version:** `2`

Zoom Quality Management is designed to help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance.

## Servers

- **URL:** `https://api.zoom.us/v2`

## Operations

### List automated evaluations

- **Method:** `GET`
- **Path:** `/qm/automated_evaluations`
- **Tags:** Evaluations

List automated evaluations.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_evaluations:read:admin`,`qm_evaluations:read`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:read:evaluations:admin`,`zoom_quality_management:read:evaluations`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `LIGHT`

#### Responses

##### Status: 200 \*\*HTTP Status Code:\*\* \`200\` Successfully listed user's automated evaluations.

###### Content-Type: application/json

- **`data`**

  `array` — Information about the automated evaluations.

  **Items:**

  - **`account_id`**

    `string` — The account ID.

  - **`agent_info`**

    `object` — The agent information.

    - **`display_name`**

      `string` — The evaluation's agent user display name.

    - **`user_id`**

      `string` — The evaluation's agent user ID.

  - **`create_time`**

    `string` — The date when the automated evaluation was created, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`evaluation_score`**

    `number` — The overall score of the automated evaluation, calculated based on the scorecard and answers.

  - **`id`**

    `string` — The automated evaluation task ID.

  - **`interaction_deleted`**

    `boolean` — Whether the interactions was deleted.

  - **`interaction_id`**

    `string` — The interaction ID.

  - **`modify_time`**

    `string` — The date when the automated evaluation was modified, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`scorecard_id`**

    `string` — The automated evaluation scorecard ID.

  - **`scorecard_name`**

    `string` — The automated scorecard name.

  - **`scoring_format`**

    `string`, possible values: `"points", "percentage"` — The scorecard's scoring format .

  - **`status`**

    `string`, possible values: `"COMPLETED", "PROCESSING", "FAILED"` — The evaluation's current status.

  - **`total_score`**

    `number` — The total score on the scorecard.

- **`next_page_token`**

  `string` — Use the next page token to paginate through large result sets. A next page token is returned whenever the set of the available result list exceeds the page size. This token's expiration period is 15 minutes.

- **`page_size`**

  `number` — The number of records returned within a single API call.

- **`total`**

  `number` — The total number of all the records available across pages.

**Example:**

```json
{
  "total": 51,
  "page_size": 20,
  "data": [
    {
      "id": "0e73a69f8f104d24a589fa0c615abca8",
      "account_id": "SY-AEWW6Ruqgt89_T2zqBg",
      "modify_time": "2024-05-28T09:52:22Z",
      "create_time": "2024-05-28T09:52:22Z",
      "interaction_id": "q9DyYF8iSXa3PVAhb6nekQ",
      "scorecard_id": "2uJ4u83yQ_qbyyFDmxsMcQ",
      "agent_info": {
        "user_id": "httgPnTgTxq0d65-alfYVw",
        "display_name": "Ashlee York"
      },
      "scorecard_name": "Customer Care",
      "scoring_format": "percentage",
      "total_score": 50,
      "evaluation_score": 10,
      "interaction_deleted": false,
      "status": "COMPLETED"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}
```

### List evaluations

- **Method:** `GET`
- **Path:** `/qm/evaluation`
- **Tags:** Evaluations

List manually completed evaluations.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_evaluations:read:admin`,`qm_evaluations:read`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:read:evaluations`,`zoom_quality_management:read:evaluations:admin`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `LIGHT`

#### Responses

##### Status: 200 \*\*HTTP Status Code:\*\* \`200\` Successfully listed user's evaluations.

###### Content-Type: application/json

- **`data`**

  `array` — Information about the evaluations.

  **Items:**

  - **`account_id`**

    `string` — The account ID.

  - **`acknowledgement_status`**

    `string`, possible values: `"Pending", "Complete", "Auto Complete", "None"` — The acknowledgement status.

  - **`agent_info`**

    `object` — The agent information.

    - **`display_name`**

      `string` — The evaluation's agent user display name.

    - **`user_id`**

      `string` — The evaluation's agent user ID.

  - **`channel_type`**

    `string`, possible values: `"VIDEO", "AUDIO", "MANUAL", "MESSAGE"` — The interaction's channel type.

  - **`completion_date`**

    `string` — Estimated completion time.

  - **`create_time`**

    `string` — The date when the evaluation was created, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`creator_id`**

    `string` — The evaluation's creator Zoom user ID.

  - **`creator_info`**

    `object` — The evaluation creator information.

    - **`display_name`**

      `string` — The evaluation's creator user display name.

    - **`user_id`**

      `string` — The evaluation's creator Zoom user ID.

  - **`evaluation_score`**

    `number` — The overall score of the evaluation, calculated based on the scorecard and answers.

  - **`evaluators_info`**

    `array` — The evaluators' information.

    **Items:**

    - **`display_name`**

      `string` — The evaluation's evaluator user display name.

    - **`user_id`**

      `string` — The evaluation's evaluator user ID.

  - **`id`**

    `string` — The evaluation task ID.

  - **`interaction_deleted`**

    `boolean` — Whether the interactions was deleted.

  - **`interaction_id`**

    `string` — The interaction ID.

  - **`modify_time`**

    `string` — The date when the evaluation was modified, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`scorecard_id`**

    `string` — The evaluation scorecard ID.

  - **`scorecard_name`**

    `string` — The evaluation scorecard name.

  - **`scoring_format`**

    `string`, possible values: `"points", "percentage"` — The scorecard's scoring format .

  - **`status`**

    `string`, possible values: `"Active", "Completed", "Pending", "Expired", "Cancled"` — The evaluation's current status.

  - **`task_name`**

    `string` — The evaluation task name.

  - **`total_score`**

    `number` — The total score on the scorecard.

  - **`user_id`**

    `string` — The Zoom user ID.

- **`next_page_token`**

  `string` — Use the next page token to paginate through large result sets. A next page token is returned whenever the set of the available result list exceeds the page size. This token's expiration period is 15 minutes.

- **`page_size`**

  `number` — The number of records returned within a single API call.

- **`total`**

  `number` — The total number of all the records available across pages.

**Example:**

```json
{
  "total": 51,
  "page_size": 20,
  "data": [
    {
      "id": "0e73a69f8f104d24a589fa0c615abca8",
      "account_id": "SY-AEWW6Ruqgt89_T2zqBg",
      "user_id": "httgPnTgTxq0d65-alfYVw",
      "creator_id": "b0_yDuNGSq65EF8i1f0PcQ",
      "modify_time": "2024-05-28T09:52:22Z",
      "create_time": "2024-05-28T09:52:22Z",
      "channel_type": "VIDEO",
      "task_name": "evaluation_q9DyYF8iSXa3PVAhb6nekQ",
      "interaction_id": "q9DyYF8iSXa3PVAhb6nekQ",
      "scorecard_id": "2uJ4u83yQ_qbyyFDmxsMcQ",
      "creator_info": {
        "user_id": "b0_yDuNGSq65EF8i1f0PcQ",
        "display_name": "Rick Arps"
      },
      "agent_info": {
        "user_id": "httgPnTgTxq0d65-alfYVw",
        "display_name": "Ashlee York"
      },
      "evaluators_info": [
        {
          "user_id": "b0_yDuNGSq65EF8i1f0PcQ",
          "display_name": "Rick Arps"
        }
      ],
      "scorecard_name": "Customer Care",
      "scoring_format": "percentage",
      "total_score": 50,
      "evaluation_score": 10,
      "interaction_deleted": false,
      "status": "Active",
      "acknowledgement_status": "Pending",
      "completion_date": "2026-03-16T10:45:00Z"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}
```

##### Status: 400 \*\*HTTP Status Code:\*\* \`400\` \<br> Bad Request Bad Request

##### Status: 401 \*\*HTTP Status Code:\*\* \`401\` \<br> Unauthorized Unauthorized

##### Status: 429 \*\*HTTP Status Code:\*\* \`429\` \<br> Too Many Requests. For more information, see \[rate limits]\(https\://developers.zoom.us/docs/api/rate-limits/).

### View evaluation detail

- **Method:** `GET`
- **Path:** `/qm/evaluation/{evaluationId}`
- **Tags:** Evaluations

View a specific interaction's evaluation detail.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_evaluations:read`,`qm_evaluations:read:admin`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:read:evaluations`,`zoom_quality_management:read:evaluations:admin`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `MEDIUM`

#### Responses

##### Status: 200 \*\*HTTP Status Code:\*\* \`200\` Successfully view the evaluation detail.

###### Content-Type: application/json

- **`scorecard`**

  `object` — The scorecard's detail.

  - **`acknowledgment_status`**

    `string`, possible values: `"Pending", "Complete", "Auto complete", "None"` — The evaluation's acknowledgment status.

  - **`agent_name`**

    `string` — The name of the agent involved in the interaction being evaluated.

  - **`agent_user_id`**

    `string` — The user ID of the agent involved in the interaction.

  - **`completion_date`**

    `string` — Estimated completion time.

  - **`create_time`**

    `string` — The date when the evaluation was created, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`dispute_status`**

    `string`, possible values: `"None", "Pending", "Complete"` — The evaluation's dispute status.

  - **`engagement_id`**

    `string` — The ID of the engagement associated with the interaction.

  - **`evaluator`**

    `object` — The evaluator information.

    - **`name`**

      `string` — The name of the person who conducted the evaluation.

    - **`user_id`**

      `string` — The evaluator's Zoom user ID.

  - **`interaction_id`**

    `string` — The ID of the interaction being evaluated.

  - **`modify_time`**

    `string` — The date when the evaluation was modified, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`score`**

    `number` — The actual score obtained in this evaluation, not exceeding the total\_score.

  - **`scorecard_id`**

    `string` — The scorecard's ID.

  - **`scorecard_name`**

    `string` — The name of the scorecard used for evaluation.

  - **`sections`**

    `array` — The scorecard section infomation.

    **Items:**

    - **`name`**

      `string` — The name of the section within the scorecard.

    - **`order`**

      `number` — The order of this section in the scorecard.

    - **`questions`**

      `array` — The questions.

      **Items:**

      - **`answer_id`**

        `string` — The ID of the selected answer for this question.

      - **`answer_label`**

        `string` — The label of the selected answer for this question.

      - **`description`**

        `string` — A detailed description or additional information about the question.

      - **`options`**

        `array` — The options.

        **Items:**

        - **`auto_fail`**

          `boolean` — Indicates whether selecting this option causes an automatic failure, \`true\` or \`false\`.

        - **`label`**

          `string` — The option's display text.

        - **`option_id`**

          `string` — The option's ID.

        - **`points`**

          `number` — The option's points.

        - **`value`**

          `string` — The option's value.

      - **`question_id`**

        `string` — The question's ID.

      - **`scale`**

        `object` — The information about rating scale type question.

        - **`has_na_option`**

          `boolean` — Indicates whether there is an \`N/A\` option.

        - **`high_label`**

          `string` — The high score label.

        - **`low_label`**

          `string` — The low score label.

        - **`scale_max`**

          `integer` — Maximum score.

        - **`scale_min`**

          `integer` — Minimum score.

      - **`score`**

        `number` — The actual score obtained in this question, not exceeding the total\_score.

      - **`title`**

        `string` — The question's title or main text.

      - **`total_score`**

        `number` — The maximum possible score that can be achieved for this question.

      - **`type`**

        `string`, possible values: `"Yes/No", "Single Choice", "Rating Scale"` — The question's type.

    - **`score`**

      `number` — The actual score obtained in this section, not exceeding the total\_score.

    - **`total_score`**

      `number` — The maximum possible score that can be achieved for this section.

    - **`weight`**

      `number` — The weight of the section in the overall score calculation.

  - **`total_score`**

    `number` — The maximum possible score that can be achieved for this evaluation.

**Example:**

```json
{
  "scorecard": {
    "scorecard_id": "CaBoBGvDSCmYt5GDDxP4-Q",
    "scorecard_name": "AAAAAAAA Automated DEMO test 1212 TEST 111",
    "sections": [
      {
        "name": "Service Attitude",
        "weight": 34,
        "order": 1,
        "questions": [
          {
            "question_id": "7jNGHA0QSRGdsi-R03d8tQ",
            "type": "Rating Scale",
            "title": "Did the customer service representative demonstrate patience and friendliness?",
            "description": "Evaluate the agent's service attitude.",
            "options": [
              {
                "option_id": "m_DJVk5BS7yqoR2ayN16kw",
                "label": "Yes",
                "value": "Yes",
                "auto_fail": false,
                "points": 10
              }
            ],
            "answer_id": "m_DJVk5BS7yqoR2ayN16kw",
            "answer_label": "Yes",
            "score": 10,
            "scale": {
              "has_na_option": true,
              "high_label": "Excellent",
              "low_label": "Poor",
              "scale_max": 10,
              "scale_min": 1
            },
            "total_score": 10
          }
        ],
        "score": 20,
        "total_score": 30
      }
    ],
    "score": 90,
    "total_score": 100,
    "evaluator": {
      "name": "Admin3",
      "user_id": "ycEUjKmDSnuPwF33KLTxJg"
    },
    "create_time": "2024-05-28T09:52:22Z",
    "modify_time": "2024-05-28T09:52:22Z",
    "acknowledgment_status": "Complete",
    "dispute_status": "None",
    "interaction_id": "yBe0fI6kTFG5IyThF8eRXg",
    "engagement_id": "e59gNVtjTuS--NjwquFKQA",
    "agent_name": "The agent's name.",
    "agent_user_id": "The agent's ID.",
    "completion_date": "2026-03-16T10:45:00Z"
  }
}
```

##### Status: 401 \*\*HTTP Status Code:\*\* \`401\` \<br> Unauthorized Unauthorized

##### Status: 403 \*\*HTTP Status Code:\*\* \`403\` \<br> Forbidden Forbidden

##### Status: 404 \*\*HTTP Status Code:\*\* \`404\` \<br> Not Found Not Found

##### Status: 429 \*\*HTTP Status Code:\*\* \`429\` \<br> Too Many Requests. For more information, see \[rate limits]\(https\://developers.zoom.us/docs/api/rest/rate-limits/).

### List interactions

- **Method:** `GET`
- **Path:** `/qm/interactions`
- **Tags:** Interactions

List interactions.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_interactions:read`,`qm_interactions:read:admin`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:read:interactions`,`zoom_quality_management:read:interactions:admin`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `MEDIUM`

#### Responses

##### Status: 200 \*\*HTTP Status Code:\*\* \`200\` Successfully listed user's interactions.

###### Content-Type: application/json

- **`interactions`**

  `array` — Information about the interaction.

  **Items:**

  - **`interaction_info` (required)**

    `object` — The interaction infomation.

    - **`interaction_id` (required)**

      `string` — The interaction id.

    - **`agent_name`**

      `string` — The agent name.

    - **`associated_ids`**

      `array` — The associated interaction ids.

      **Items:**

      `string` — The associated interaction id.

    - **`channel_type`**

      `string`, possible values: `"VIDEO", "MANUAL", "SMS", "AUDIO", "WEB_CHAT"` — The channel type, includes VIDEO, MANUAL, SMS, AUDIO and WEB\_CHAT.

    - **`consumer_name`**

      `string` — The consumer name.

    - **`evaluations`**

      `array` — The associated evaluations.

      **Items:**

      - **`evaluation_id`**

        `string` — The evaluation ID.

      - **`evaluation_type`**

        `string`, possible values: `"Manual", "Automated"` — The evaluation type.

    - **`from`**

      `string` — The caller's phone number in E.164 format.

    - **`to`**

      `string` — The recipient's phone number in E.164 format.

  - **`start_time` (required)**

    `string` — The start date in yyyy-MM-dd'T'HH:mm:ss'Z' format.

  - **`crosstalk_event_count`**

    `integer` — The count of crosstalk event.

  - **`direction`**

    `string` — The direction.

  - **`disposition`**

    `string` — The disposition

  - **`duration`**

    `number` — The interaction duration in minutes.

  - **`engagement_id`**

    `string` — The engagement id.

  - **`hold_event_count`**

    `integer` — The count of hold event.

  - **`primary_language`**

    `string` — The primary language.

  - **`queue_id`**

    `string` — The call queue id.

  - **`queue_name`**

    `string` — The call queue name.

  - **`scorecard_name`**

    `string` — The scorecard name.

  - **`screen_recording_status`**

    `string`, possible values: `"UNAVAILABLE", "AVAILABLE", "DELETED"` — The status of the interaction screen recording. \*\*UNAVAILABLE, AVAILABLE, DELETED\*\*

  - **`silence_event_count`**

    `integer` — The count of silence event.

  - **`summary`**

    `object` — The summary.

    - **`engagement_score`**

      `number` — The engagement score.

    - **`evaluation_score`**

      `number` — The evaluation score.

    - **`sentiment_score`**

      `number` — The sentiment score.

- **`next_page_token`**

  `string` — The next page token is used to paginate through large result sets. A next page token will be returned whenever the set of the available result list exceeds the page size. The expiration period is 15 minutes.

- **`page_size`**

  `number` — The number of records returned within a single API call.

- **`total_records`**

  `integer` — The total number of all the records available across pages.

**Example:**

```json
{
  "total_records": 50,
  "page_size": 30,
  "interactions": [
    {
      "start_time": "2020-05-01T19:13:02Z",
      "duration": 5,
      "queue_id": "Je4zLPZ-SBiLCiebE35ALQ",
      "queue_name": "Demo",
      "interaction_info": {
        "from": "+16692520210",
        "to": "+12364352078",
        "interaction_id": "X51n17BZQTqKtxwF4mmTIw",
        "agent_name": "Admin3",
        "consumer_name": "+16692520210",
        "channel_type": "AUDIO",
        "associated_ids": [
          "xxxx"
        ],
        "evaluations": [
          {
            "evaluation_id": "2c8704b1bc374bb981dd66428ca3eb7b",
            "evaluation_type": "Manual scoring"
          }
        ]
      },
      "engagement_id": "PH6wferlTACAfBzYGAVOYg",
      "direction": "inbound",
      "disposition": "dev-disponsition",
      "silence_event_count": 2,
      "crosstalk_event_count": 2,
      "hold_event_count": 3,
      "scorecard_name": "test Kraig 1227",
      "summary": {
        "evaluation_score": 58.63,
        "sentiment_score": 58.63,
        "engagement_score": 58.63
      },
      "primary_language": "en",
      "screen_recording_status": "AVAILABLE"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}
```

##### Status: 400 \*\*HTTP Status Code:\*\* \`400\` \<br> Bad Request Bad Request \*\*Error Code:\*\* \`1001\` \<br> The from or to time is invalid. \<br>

##### Status: 401 \*\*HTTP Status Code:\*\* \`401\` \<br> Unauthorized Unauthorized

##### Status: 404 \*\*HTTP Status Code:\*\* \`404\` \<br> Not Found Not Found

##### Status: 429 \*\*HTTP Status Code:\*\* \`429\` \<br> Too Many Requests. For more information, see \[rate limits]\(/docs/api/rest/rate-limits/).

### Add an interaction

- **Method:** `POST`
- **Path:** `/qm/interactions`
- **Tags:** Interactions

Add an interaction by a third party download URL.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_interactions:write:admin`,`qm_interactions:write`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:write:interactions`,`zoom_quality_management:write:interactions:admin`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `1`

#### Request Body

##### Content-Type: application/json

- **`download_url` (required)**

  `string` — The third party download URL.

- **`direction`**

  `string`, possible values: `"inbound", "outbound"` — The call's direction. \* \`inbound\` \* \`outbound\`

- **`disposition`**

  `string` — The disposition's name.

- **`interaction_info`**

  `object` — The interaction infomation.

  - **`channel_type` (required)**

    `string`, possible values: `"video", "voice"` — The interaction's channel.

  - **`agent_email`**

    `string` — The agent's email.

  - **`agent_id`**

    `string` — The agent's user ID.

  - **`consumer_name`**

    `string` — The consumer's name.

  - **`from`**

    `string` — The caller's phone number in E.164 format.

  - **`to`**

    `string` — The recipient's phone number in E.164 format.

- **`primary_language`**

  `string`, possible values: `"en-GB", "en-US", "ar", "da-DK", "de-DE", "es-ES", "es-MX", "fr-CA", "fr-FR", "it-IT", "ja", "ko-KR", "nl-NL", "pt-BR", "pt-PT", "ru", "zh-CN", "zh-HK"` — The primary language. If left empty, the system automatically detects the language. If specified, the system transcribes using the given language. \[\*\*Supported language codes\*\*]\(https\://developers.zoom.us/docs/api/references/abbreviations/#languages)

- **`queue_id`**

  `string` — The Contact Center queue's ID.

- **`start_time`**

  `string` — The interaction start time in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

**Example:**

```json
{
  "download_url": "https://www.example.com/uploads/InboundSampleRecording.mp3",
  "interaction_info": {
    "from": "+12053546173",
    "to": "+12095422197",
    "consumer_name": "Jill Chill",
    "channel_type": "video",
    "agent_id": "ycEUjKmDSnuPwF33KLTxJg",
    "agent_email": "example_admin@example.com"
  },
  "start_time": "2025-09-01T19:13:02Z",
  "direction": "inbound",
  "queue_id": "zxcv12m",
  "disposition": "dispostion_a",
  "primary_language": "en-US"
}
```

#### Responses

##### Status: 201 \*\*HTTP Status Code:\*\* \`201\` Successfully added the user's interaction.

###### Content-Type: application/json

- **`interaction_id`**

  `string` — The added interaction ID.

**Example:**

```json
{
  "interaction_id": "QMp3e6_WShCVuifNbrQd4w"
}
```

##### Status: 400 \*\*HTTP Status Code:\*\* \`400\` \<br> Bad Request Bad Request \*\*Error Code:\*\* \`1001\` \<br> The interaction start time is invalid. \<br>

##### Status: 401 \*\*HTTP Status Code:\*\* \`401\` \<br> Unauthorized Unauthorized

##### Status: 404 \*\*HTTP Status Code:\*\* \`404\` \<br> Not Found Not Found

##### Status: 429 \*\*HTTP Status Code:\*\* \`429\` \<br> Too Many Requests. For more information, see \[rate limits]\(https\://developers.zoom.us/docs/api/rate-limits/).

### View interaction detail

- **Method:** `GET`
- **Path:** `/qm/interactions/{interactionId}`
- **Tags:** Interactions

View the details of a specific interaction.

**[Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `qm_interactions:read:admin`,`qm_interactions:read`

**[Granular Scopes](https://developers.zoom.us/docs/integrations/oauth-scopes-overview/):** `zoom_quality_management:read:interactions`,`zoom_quality_management:read:interactions:admin`

**[Rate Limit Label](https://marketplace.zoom.us/docs/api-reference/rate-limits#rate-limits):** `MEDIUM`

#### Responses

##### Status: 200 \*\*HTTP Status Code:\*\* \`200\` Successfully view the interaction detail.

###### Content-Type: application/json

- **`interaction_info` (required)**

  `object` — The interaction infomation.

  - **`interaction_id` (required)**

    `string` — The interaction ID.

  - **`agent_name`**

    `string` — The agent's name.

  - **`associated_ids`**

    `array` — The associated interaction IDs.

    **Items:**

    `string` — The associated interaction ID.

  - **`channel_type`**

    `string`, possible values: `"VIDEO", "MANUAL", "SMS", "AUDIO", "WEB_CHAT"` — The channel type, including \`VIDEO\`, \`MANUAL\`, \`SMS\`, \`AUDIO\` and \`WEB\_CHAT\`.

  - **`consumer_name`**

    `string` — The consumer's name.

  - **`evaluation_score`**

    `number` — The evaluation score.

  - **`evaluations`**

    `array` — The associated evaluations.

    **Items:**

    - **`evaluation_id`**

      `string` — The evaluation ID.

    - **`evaluation_name`**

      `string` — The name of the scorecard used for this evaluation.

    - **`evaluation_status_desc`**

      `string`, possible values: `"COMPLETED", "PROCESSING", "FAILED", "Active", "Completed", "Pending", "Expired", "Canceled"` — For automatic scoring, the enumeration values ​​are \`COMPLETED\`, \`PROCESSING\`, and \`FAILED\`. For manual scoring, the enumeration values ​​are \`Active\`, \`Completed\`, \`Pending\`, \`Expired\`, and \`Canceled\`.

    - **`evaluation_type`**

      `string`, possible values: `"Manual", "Automated"` — The evaluation type.

    - **`evaluator_id`**

      `string` — The unique user ID of the evaluator who performed the manual evaluation. Only present for manual evaluations.

    - **`evaluator_name`**

      `string` — The display name of the evaluator who performed the manual evaluation. Only present for manual evaluations.

    - **`question_comments`**

      `array` — Comments provided for each question or item in the scorecard evaluation.

      **Items:**

      - **`comment_text`**

        `string` — The evaluator's comment text for this question.

      - **`comment_time`**

        `number` — The timestamp in seconds, from the start of the recording where this comment applies. Useful for linking comments to specific moments in the interaction.

      - **`question_id`**

        `string` — The scorecard question's or item's unique identifier.

      - **`question_title`**

        `string` — The scorecard question's title or text.

    - **`score`**

      `number` — The actual score achieved in this evaluation.

    - **`score_rate`**

      `number` — The score rate, as a decimal. \`Score\`/\`total\_score\` for points format, or the score itself for percentage format.

    - **`scoring_format`**

      `string`, possible values: `"percentage", "points"` — The scoring format type.

    - **`section_comments`**

      `array` — Comments provided for each section in the scorecard evaluation.

      **Items:**

      - **`comment_text`**

        `string` — The evaluator's comment text for this section.

      - **`section_id`**

        `string` — The unique identifier of the scorecard section.

      - **`section_name`**

        `string` — The name/title of the scorecard section

    - **`session_id`**

      `string` — The unique session ID for this evaluation.

    - **`total_score`**

      `number` — The maximum possible score for this evaluation.

  - **`evaluator_name`**

    `string` — The evaluator's name.

  - **`evaluator_user_id`**

    `string` — The evaluator's user ID.

  - **`from`**

    `string` — The caller's phone number in E.164 format.

  - **`scorecard_id`**

    `string` — The scorecard ID.

  - **`scorecard_name`**

    `string` — The scorecard name.

  - **`to`**

    `string` — The recipient's phone number in E.164 format.

- **`analysis`**

  `object` — AI-powered analysis of the interaction content.

  - **`good_questions`**

    `array` — Array of effective questions that were asked during the interaction.

    **Items:**

    - **`good_question`**

      `string` — The good question.

  - **`indicators`**

    `array` — Array of indicators detected in the interaction.

    **Items:**

    - **`indicator_name`**

      `string` — The indicator name.

  - **`next_steps`**

    `array` — Array of recommended actions or follow-up steps based on the analysis of the interaction content.

    **Items:**

    - **`next_step`**

      `string` — The next step or action.

  - **`topics`**

    `array` — Array of topics identified in the interaction content.

    **Items:**

    - **`topic_name`**

      `string` — The topic name.

    - **`type`**

      `string`, possible values: `"predefined", "discovered"` — \`predefined\` for a custom topic defined by an account, or 'discovered' such as an AI generated topic.

- **`crosstalk_events`**

  `array` — The crosstalk event infomation.

  **Items:**

  - **`end_time`**

    `string` — The crosstalk event end time.

  - **`start_time`**

    `string` — The crosstalk event start time.

- **`direction`**

  `string` — The direction.

- **`duration`**

  `number` — The interaction duration in minutes.

- **`engagement_id`**

  `string` — The engagement ID.

- **`hold_events`**

  `array` — The crosstalk event infomation.

  **Items:**

  - **`end_time`**

    `string` — The hold event end time.

  - **`start_time`**

    `string` — The hold event start time.

- **`interaction_summary`**

  `string` — The interaction's overall summary.

- **`language`**

  `string` — The primary language.

- **`metrics`**

  `object` — The metrics infomation.

  - **`filler_words`**

    `array` — The speaker's filler words.

    **Items:**

    - **`speaker_user_id`**

      `string` — The speaker's user ID.

    - **`value`**

      `number` — The speaker's filler words count per minute.

  - **`longest_monolog`**

    `array` — The speaker's longest monologue.

    **Items:**

    - **`speaker_user_id`**

      `string` — The speaker's user ID.

    - **`value`**

      `number` — The speaker's longest monologue duration, in \*\*seconds\*\*.

  - **`patience`**

    `array` — The speaker's patience.

    **Items:**

    - **`speaker_user_id`**

      `string` — The speaker's user ID.

    - **`value`**

      `number` — The speaker's patience duration, in seconds.

  - **`talk_speed`**

    `array` — The speaker's talk speed.

    **Items:**

    - **`speaker_user_id`**

      `string` — The speaker's user ID.

    - **`value`**

      `number` — The speaker's talk speed, in words per minute.

  - **`talk_to_listen_ratio`**

    `array` — The speaker's talk-listen ratio.

    **Items:**

    - **`speaker_user_id`**

      `string` — The speaker's user ID.

    - **`value`**

      `number` — The speaker's talk-listen ratio.

- **`queue_id`**

  `string` — The queue ID to query.

- **`queue_name`**

  `string` — The queue name to query.

- **`recording_url`**

  `string` — The recording URL.

- **`screen_recording_status`**

  `string`, possible values: `"UNAVAILABLE", "AVAILABLE", "DELETED"` — The interaction screen recording's status.

- **`screen_recording_urls`**

  `array` — The screen recording URLs.

  **Items:**

  `string` — The screen recording URL.

- **`silence_events`**

  `array` — The silence event infomation.

  **Items:**

  - **`end_time`**

    `string` — The silence event end time.

  - **`start_time`**

    `string` — The silence event start time.

- **`start_time`**

  `string` — The start date, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

- **`summary`**

  `object` — The summary infomation.

  - **`engagement_score`**

    `number` — The engagement score.

  - **`evaluation_score`**

    `number` — The evaluation score.

  - **`sentiment_score`**

    `number` — The sentiment score.

- **`transcript_body`**

  `object` — The transcript content.

  - **`account_id`**

    `string` — The account ID.

  - **`host_id`**

    `string` — The host ID.

  - **`items`**

    `array` — The text items.

    **Items:**

    - **`comments`**

      `string` — The comments.

    - **`email`**

      `string` — The speaker's email address, this value is null for external users.

    - **`end_time`**

      `string` — The speak end time.

    - **`item_id`**

      `string` — The item's sequence ID, starting from 0.

    - **`speaker_id`**

      `string` — The speaker's sequence ID generated from Transcript Service.

    - **`start_time`**

      `string` — The speak start time.

    - **`text`**

      `string` — The speech content.

    - **`zoom_user_id`**

      `string` — The speaker's user ID.

  - **`language`**

    `string` — The primary language.

  - **`meeting_id`**

    `string` — The meeting ID.

  - **`recording_end`**

    `string` — The recording end date, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`recording_start`**

    `string` — The recording start date, in \`yyyy-MM-dd'T'HH:mm:ss'Z'\` format.

  - **`speakers`**

    `array` — The speaker's infomation.

    **Items:**

    - **`email_address` (required)**

      `string` — The speaker's email address, this value is null for external users.

    - **`role` (required)**

      `string`, possible values: `"rep", "customer"` — The speaker's role.

    - **`speaker_id` (required)**

      `string` — The speaker's sequence ID generated from Transcript Service.

    - **`username` (required)**

      `string` — The speaker's username.

    - **`zoom_user_id` (required)**

      `string` — The speaker's user ID.

**Example:**

```json
{
  "summary": {
    "evaluation_score": 1,
    "sentiment_score": 61.19,
    "engagement_score": 5.546720115175143
  },
  "metrics": {
    "talk_to_listen_ratio": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 0.4311976503861636
      }
    ],
    "longest_monolog": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 8.430000000000007
      }
    ],
    "talk_speed": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 121.0898082744702
      }
    ],
    "filler_words": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 0
      }
    ],
    "patience": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 1.24
      }
    ]
  },
  "start_time": "2024-05-28T09:52:22Z",
  "duration": 8,
  "queue_id": "d5qAagKnQ7-UO_VsdiPdQA",
  "queue_name": "Demo",
  "recording_url": "https://example.com/file/YZ75Jmq8TICELRiufFmTrg?filename=GMT20240528-095222_VgKcwkLoTPy80OyNcUo2Yg_VoiceRecording.mp3&jwt=eyJrIjoiMVI2cVdsWGIiLCJhbGciOiJFUzI1NiJ9.eyJhdWQiOiJ6ZnMiLCJkaWciOiJhN2E5MzE1ZWI2YTU5Yzk0MDgwM2VjNGE4MGNkMzk3YWRmYWVhODUwOWI5MThiMTNkOGVlOTgxMzQ1NjhiYmRkIiwiaGRpZyI6ZmFsc2UsImlpYyI6ImRldiIsImV4cCI6MTcyNTYxNzYwNywiaWF0IjoxNzI1MDEyODA3LCJvcmkiOiJ6b29tX2lxIiwiaXNzIjoiZmlsZSJ9.zjyJVGX9N3_hdu8zvytae5JvsFLgff17-39PpbMgpyh6RC7zJCRiHjBnbsV1J3ac4bgtDUGiG_4-M1G8YY0PuQ&mode=play",
  "screen_recording_urls": [
    "https://example.com/file/6GmXHipBT_CC3ncyX6d76w?filename=GMT20240812-103352_Recording_3840x2160.mp4&jwt=eyJrIjoiMVI2cVdsWGIiLCJhbGciOiJFUzI1NiJ9.eyJoZGlnIjpmYWxzZSwiaWljIjoiZGV2IiwiZGlnIjoiM2UxOGVjYzQyZmE5Yjk0OTcyOTlhYTlhZWMxNzg2YjgxNmJkMWRlNzQ5ZmZmNGQ1ODZiZDNhY2ViNGFkZjlmYSIsImV4cCI6MTczMTAzMDU1Nywib3JpIjoiem9vbV9pcSIsImF1ZCI6InpmcyIsImlhdCI6MTcyOTczNDU1NywiaXNzIjoiZmlsZSJ9.J7dpq3w9T6qI8US6Xy74ewUvl521tOORsmejM_Yq8eqgJ_KA65p8tYwViSPvu4BygZWZLBiEHsKyPCgChFRj6w&mode=play"
  ],
  "transcript_body": {
    "meeting_id": "VgKcwkLoTPy80OyNcUo2Yg",
    "account_id": "VgryoPBNR6uWYfyJqu4JFQ",
    "host_id": "ycEUjKmDSnuPwF33KLTxJg",
    "recording_start": "2024-05-28T09:52:22Z",
    "recording_end": "2024-05-28T10:00:47Z",
    "language": "en",
    "speakers": [
      {
        "speaker_id": "0",
        "zoom_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "email_address": "cci_dev_admin@example.com",
        "username": "Admin3",
        "role": "rep"
      }
    ],
    "items": [
      {
        "comments": "abc",
        "item_id": "0",
        "speaker_id": "0",
        "zoom_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "start_time": "00:00:22.790",
        "end_time": "00:00:25.680",
        "text": "A halo, Kanji, this",
        "email": "cci_dev_admin@example.com"
      }
    ]
  },
  "language": "en",
  "interaction_summary": "The meeting involved a diverse range of unrelated exchanges among participants including Admin3 and an unnamed person identified as +12053546173. Topics touched upon, albeit discontinuously, revolved around a possible analytical recording concept, a potential interest in women, and a reference to monthly recording. Nevertheless, the specifics and the central objective of these discussions remained unclear from the provided transcript.",
  "interaction_info": {
    "from": "+12053546173",
    "to": "+12095422197",
    "interaction_id": "VgKcwkLoTPy80OyNcUo2Yg",
    "agent_name": "Admin3",
    "consumer_name": "+12053546173",
    "channel_type": "VIDEO",
    "evaluations": [
      {
        "evaluation_id": "aI9HM3ZsEScAa",
        "evaluation_type": "Automated",
        "evaluation_status_desc": "Completed",
        "session_id": "abc123def456",
        "score": 85,
        "total_score": 60,
        "score_rate": 0.855,
        "scoring_format": "points",
        "evaluator_id": "u_abc123xyz",
        "evaluator_name": "Sarah Johnson",
        "section_comments": [
          {
            "section_id": "sec_001",
            "section_name": "Opening & Greeting",
            "comment_text": "Excellent rapport building and professional tone throughout the opening."
          }
        ],
        "question_comments": [
          {
            "question_id": "q_001",
            "question_title": "Did the agent properly identify themselves?",
            "comment_text": "Agent clearly stated their name and company at the beginning.",
            "comment_time": 15
          }
        ],
        "evaluation_name": "Customer Service Quality Scorecard"
      }
    ],
    "associated_ids": [
      "VgKcwkLoTPy80OyNcUo2Yg"
    ]
  },
  "screen_recording_status": "UNAVAILABLE",
  "engagement_id": "2R1t8QtiTsKIOIAV0-a7FQ",
  "silence_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "crosstalk_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "hold_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "direction": "inbound",
  "analysis": {
    "topics": [
      {
        "topic_name": "Customer Complaint",
        "type": "predefined"
      }
    ],
    "indicators": [
      {
        "indicator_name": "Hello"
      }
    ],
    "next_steps": [
      {
        "next_step": "Jasper: Contact the billing department to pay malpractice premium without policy number"
      }
    ],
    "good_questions": [
      {
        "good_question": "I'm really sorry to hear that. Could you please describe the issue you’re experiencing? We’d like to help resolve it as soon as possible."
      }
    ]
  }
}
```

##### Status: 401 \*\*HTTP Status Code:\*\* \`401\` \<br> Unauthorized Unauthorized.

##### Status: 404 \*\*HTTP Status Code:\*\* \`404\` \<br> Not Found Not found.

##### Status: 429 \*\*HTTP Status Code:\*\* \`429\` \<br> Too Many Requests. For more information, see \[rate limits]\(/docs/api/rate-limits/).